IT Support Specialist II in Granville, Ohio at New River Electrical Corporation

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Position Summary

The IT Support Specialist II will provide high-quality technical support and troubleshooting for New River Electrical Company (NREC) internal customers. Reporting to the Help Desk Manager, this role focuses on resolving complex technical issues and ensuring a seamless technology experience for both office-based and remote field personnel. The successful candidate will embody a culture of ownership and accountability, ensuring that every ticket is handled with diligence and follow-through. This role is critical in executing the processes and procedures established by IT leadership to maintain consistent service delivery across the organization.

Duties/Responsibilities

1. Resolve escalated technical issues from the Tier I service desk, ensuring timely resolution and customer satisfaction.
2. Provide advanced troubleshooting and support for PCs, mobile phones, iPads, and peripheral hardware.
3. Support remote field personnel via remote desktop tools and phone communication to ensure operational continuity.
4. Manage and execute complex software installations, configurations, and updates across the organization.
5. Administer user accounts, groups, and permissions within Microsoft Entra ID and Exchange Online.
6. Assist the Help Desk Manager in creating and maintaining technical documentation, SOPs, and knowledge base articles to empower Tier I staff.
7. Perform hands-on hardware deployment, reclamation, and disposal (end of life) for end-user computing (EUC) equipment.
8. Collaborate with HR and business units to execute the technical requirements of the employee on-boarding and off-boarding process.
9. Identify recurring technical trends and perform root cause analysis to suggest permanent fixes rather than temporary workarounds.
10. Assist in the implementation of new technology solutions and EUC projects as directed by IT leadership.
11. Provide guidance, coaching, and informal mentorship to Tier I Support Specialists.
12. Ensure compliance with company security policies and assist with physical and virtual security management.
13. Assist with software license tracking and compliance enforcement.
14. Support disaster recovery efforts and emergency management tasks as needed.

Other Duties

Performs other duties as required.

Qualifications

1. Bachelor’s degree in Information Technology or related field, or equivalent experience leading enterprise IT support teams
2. 2 years of Information Technology related experience
3. Experience with PCs, mobile phones, iPads, and software support
4. Experience supporting remote field personnel
5. Experience with desktop support running Microsoft Windows 11 or newer and Microsoft Office
6. Experience with incident management tools
7. Experience installing, configuring, and supporting software applications
8. Experience researching technical issues and finding best fit resolutions
9. Basic understanding of network infrastructure, server infrastructure, data communications, and telecommunications systems
10. Understanding of basic security principles, procedures, and policies
11. Demonstrated ability to communicate effectively with peers and all levels of management.
12. Strong leadership skills.
13. Strong interpersonal, written, and oral communication skills.
14. Ability to present ideas in a user-friendly language.
15. Comfortable working with all levels of the organization.
16. Strong organizational skills and demonstrated ability to be detail oriented.
17. Must be willing to travel to remote sites

It has been and will continue to be a fundamental policy of the Company not to discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or status as a veteran, or any other basis protected by applicable federal, state or local law, with respect to recruitment, hiring, training, promotion, and other terms and condition of employment.